Latisha Cole
Louisville
Summary
Highly skilled Learning and Development Trainer with substantial experience in designing and delivering effective training programs. Possess strong skills in curriculum development, adult learning techniques, and organizational change management. Proven ability to enhance employee performance through innovative training methods that resulted in increased productivity and operational efficiency across previous roles.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Learning & Development Trainer
Parallon
Louisville
11.2018 - Current
- Designed and facilitated in-person and virtual training sessions for diverse audiences, including new hires, managers, and specialized teams, consistently receiving average participant satisfaction scores of 4.5/5.
- Developed and implemented virtual onboarding modules and live online sessions, ensuring a consistent and engaging experience for remote hires across multiple time zones.
- Collaborated with department heads and subject matter experts to identify critical training gaps and develop customized learning solutions that addressed specific performance needs.
- Utilized strong communication skills to translate complex technical and procedural information into clear, digestible, and interactive training content.
- Mentored junior trainers and provided constructive feedback to enhance their facilitation skills and program delivery.
- Delivered core training programs, including product knowledge, customer service, and compliance, to groups of up to 50 employees in both classroom and virtual settings.
- Managed the end-to-end coordination of onboarding logistics for new employees, including scheduling, material preparation, and system access.
- Assisted in the development of training materials, including presentations, participant guides, and job aids, ensuring alignment with learning objectives.
- Conducted post-training evaluations and analyzed feedback to identify areas for continuous improvement in training content and delivery methods.
- Supported the administration of the Learning Management System (LMS) for course assignments and tracking participant progress.
Self-Pay Portal Support Specialist
Parallon
06.2018 - 11.2018
- Assisted consumers with financial resolution via self-pay applications, providing navigational support and troubleshooting across email, chat, and phone.
- Reviewed payments processed through online systems and researched account discrepancies to ensure accuracy.
- Served as a Subject Matter Expert (SME) for account resolution and system functionality, providing guidance and support to colleagues.
- Designed and delivered training and development programs for new hires, facilitating their transition into the unit.
Billing/ Projects Administrator
Parallon
01.2008 - 03.2015
- Managed the end-to-end billing cycle, processing initial and corrected claims for patient insurance companies.
- Analyzed Explanations of Benefits (EOBs) to accurately determine and reconcile patient and insurance-responsible balances.
- Assisted consumers with financial resolution through self-pay applications, providing troubleshooting and support via email, chat, and phone.
- Processed and posted payments from external clients directly into the facility's financial system.
- Conducted account audits of external vendor accounts and managed custom projects for external medical facilities.
- Served as a Subject Matter Expert (SME) for account resolution, system functionality, and facility billing practices.
- Provided training and mentorship to new team members on billing processes and system functionality.
- Processed patient bankruptcy claims and validated quality-of-care complaints.
Revenue Cycle Agent
Parallon
09.1998 - 01.2008
- Managed financial resolution options with consumers, ensuring clear communication and positive outcomes.
- Analyzed insurance explanations of benefits (EOBs) to accurately determine and verify patient financial liability.
- Facilitated cross-functional communication with internal and external clients for procedural verification and to coordinate next steps.
Education
Master of Science - Business Communication, Organizational Leadership
Spalding University
Louisville, KY06-2018
Bachelor of Science - Communications
Spalding University
Louisville, KY01-2017
Skills
- Adult learning principles
- Classroom management
- Virtual facilitation
- Public speaking
- Presentation skills
- Coaching
- Curriculum development
- Needs assessment
- performance improvement
- Role-specific training
- Interpersonal communication
- Active listening
- Conflict resolution
- Team leadership
- Learning management systems
- Microsoft Office
- Web Ex Teams
- Training design
- Facilitation skills
- Professional development
- Effective communication
- Team collaboration
- Problem solving
- Adaptability
- Mentoring junior trainers
- Organizational development
- Training delivery
- Facilitation techniques
- Multitasking
Certification
- Parallon Train-the Trainer Certificate 2019
References
References available upon request.
Timeline
Learning & Development Trainer
Parallon
11.2018 - Current
Self-Pay Portal Support Specialist
Parallon
06.2018 - 11.2018
Billing/ Projects Administrator
Parallon
01.2008 - 03.2015
Revenue Cycle Agent
Parallon
09.1998 - 01.2008
Master of Science - Business Communication, Organizational Leadership
Spalding University
Bachelor of Science - Communications
Spalding University
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